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Axon Case Study

Driving Efficiencies with Single-Sourcing

Axon

Challenge

Axon, a Pro Mach brand and leader in the worldwide packaging industry, provides packaging systems that are customized to meet the unique needs of each of its customers. Axon needed a more efficient way to create a custom Installation, Operation and Maintenance manual (IOM) based on the bill of materials for each customer order.

There were a number of goals related to optimizing this process:

Enable the use of a product’s IOM to differentiate it from the competition.

Produce and update IOMs on time to be provided with initial product shipments.

Reduce the time Axon engineers spend developing and updating IOMs.

Increase the volume of parts sales by providing customers the drawings and parts specific to their configurations of products.

Reduce support calls and enhance the customer experience by providing clear, easy-to-use procedures.

Axon chose InfoPros based upon the experience it had working with other mid-sized industrial companies and its ability to design and implement a solution, then provide onsite training to Axon personnel as well as any required ongoing support.

After analyzing Axon’s business needs and existing processes, InfoPros’ Consulting Services group recommended an approach using a low-cost, off-the-shelf tool that provided most of the benefits associated with big-dollar documentation platforms. This approach minimized the upfront investment by Axon while providing the capabilities and cost savings that Axon sought.

Approach

InfoPros Consulting Services implemented a ‘single-sourcing’ platform at Axon. Now, as new IOMs are created, all new content is tagged and added to a library of Axon content (e.g., procedures, warranty information, diagrams and digital photos). The content can easily be pulled into new or existing IOMs.

Specifically, InfoPros:

Assigned a project team comprised of a project manager, a technical writer, a technical illustrator and an editor that is available to support the ongoing needs of Axon.

Designed an Axon-branded template that will be used for all Axon manuals, ensuring a consistent, professional look and feel for each manual.

Updated all procedures and product information to ensure they are easy to use by the target audience, the people operating the machinery.

Trained Axon personnel onsite on how to use the new, single-sourcing platform, giving Axon personnel the flexibility to engage InfoPros for future manual creation or to develop the manuals themselves.

InfoPros developed a DITA/XML solution using Adobe FrameMaker. DITA/XML and FrameMaker allow Axon to ‘chunk’ their content into easily reusable components that can be quickly developed and efficiently assembled into a customized manual.

Mid-size industrial “companies have the same needs and requirements as many F500 companies, but can’t justify the six-figure investment required to implement custom content management system (CMS) platforms,” said Rob Vaglia, InfoPros VP, Consulting Services. “Our job is to figure out how to get 80% of the benefit associated with implementing a CMS but with one-tenth of the budget.”